Responding to Student Complaints

If you have students on courses whose complaints are eligible under the OIA Scheme Rules, you may need to train your academics and senior staff to ensure you comply with the new rules.

The Scheme was informed by existing good practice, early resolution pilots initiative, and feedback from students’ unions and students. The framework now informs how the OIA considers complaints – and if a provider departs from Framework, the OIA will consider whether that was reasonable.

The aims of the Scheme are that complaints and academic appeals are dealt with as quickly as possible, that processes, decisions and the reasons behind decisions are clear, and that students are supported. If you need support with this, we can help!

We have experience in working with colleges and universities to ensure their staff understand the OIA Scheme and what it means for them; and training in all the response stages required by the Scheme.

We can:

Review your student concerns and complaints policy and procedure to ensure it is Scheme-compliant

Train managers to resolve complaints at Stage 0 through discussion and negotiation

Train your local Investigation Officers/Heads of School to carry out Stage 1 informal investigations

Train your Stage 2 Appeal managers to carry out a robust and impartial review and draw balanced and reasoned conclusions.

Clear, relevant, mixture of activity types – the trainer created a safe place to learn.